Business Profile

Property Management

Nexus Property Management LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Nexus Property Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/13/2025
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved to ********* ***** on 7/13/23 during this time I've never been late with my rent and an excellent tenant. 9/2024 I had some water damage in my dining area & had to use buckets when it rained. NW did not fix damage until 2/2025 after contacting corporate office. Currently cosmetics of area remain unpaired. NW called me 4/2/25 to ask if maintenance could come in to clean dryer vent. NW arrived and there were issues with dryer repair. NW sent another maintenance person to fix dryer concern on 4/4/25. During the call NW never mentioned maintenance would attempt to repair cosmetics of water damage n dining area. Leland did come and repaired dryer issue. He attempted to repair ceiling by spraying something from a can that was a different color of dining ceiling. I have a camera in my home and I noticed a drop cloth was not used. Also, dirt was tracked on carpet from going in and outside, previously I mention to rental manager that they wear shoe booties or take shoes off due to rainy weather. I emailed office on 4/4/25 about situation and asked if they could clean area. I arrived home on 4/7/25 to a notice to vacate on my door 7/16/25. After notice I attempted to reach Sammie and was unsuccessful so I called corporate, shortly afterwards she returned call on 4/8/25.Verbally I asked Sammie why did I receive a notice to vacate, she mentioned the dirt on carpet situation...Sammie mentioned this is the decision we made, she would not tell who we was and I wasn't giving any other recourse to there decision.All I ask is that maintenance respect my dwelling area and communicate to me if I'm doing something wrong.The unexpected notice 2 vacate has created a major hardship. I have disabled son and change of environment is not good, he just recently acclimated. I do not have vacation time to prepare as I'm currently working 2 jobs. I have several events scheduled out this year dealing with my daughter who's in United States Air Force and I have a son in college.
Business Response
Date: 04/15/2025
*** *****,
In response to your complaint. The maintenance issues you have experienced while living there have no direct correlation to the non renewal of your lease. As stated in Section 30. of the lease agreement either the Lessor or the Resident may terminate the lease at the end of the term. In this case the Lessor has chosen to exercise that right by giving you more than 60 days notice to vacate the premises. Unfortunately this decision is final.
Initial Complaint
Date:01/12/2025
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** ****** apartments managed by nexus property management has a dreadful maintenance team. The backside of our apartment soffit has been hanging down for months, our faucet is rotting away and have been waiting over a month, and furnace never gets serviced regularly with filters. They falsely claim to be luxury apartments but have over 30 year old plumbing fixtures, and everything is falling apart.
Business Response
Date: 01/22/2025
Thank you for bringing this maintenance issue to my attention, I understand your frustration. I have contacted the maintenance team and they will be there to replace your bathroom faucet by the end of business tomorrow. In regards to the missing piece of soffitt, a contractor has been hired to take care of this issue. With the extreme cold temperatures and the ice on the ground you can expect to see this completed within the next week. We're sorry to hear that the maintenance staff is not meeting your expectations, we strive for customer satisfaction and will take your feedback to do better in the future.
Initial Complaint
Date:10/09/2024
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been without AC since August 23. I keep being told it will be fixed on a certain day but no one ever comes and they won’t answer the phone 75% when I call. When I do get ahold of them I am told that no one will be able to come on that day but they should be able to the next day and the cycle continues. I understand the weather is cooler now but it should still be resolved so it is available when we need it. The worst was the week on the 26th during the heat wave our apartment was 86 degrees and my daughter just got home from tonsillectomy surgery and they still would not fix it.
Business Response
Date: 10/15/2024
Air conditioner has been repaired and is cooling correctly.
Initial Complaint
Date:08/28/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented from Nexus Properties in ******* ** under the ******* ** ************ location. Never had any issues with rental history until I notified I would not be resigning the lease. I was the primary renter of the unit and emailed that my partner and I would not resign. They sent back a form to fill out by both parties which we did. Their systems had an update at the time of filling out the form, meaning we had to resubmit the form a month later. Their policy stated we would be charged an extra month of rent for missing this timeline - even though it was their systems fault. Upon receiving the final bill after moving out I was over charged a months rent and for property damage. The invoice stated they replaced the carpet and baseboards in the unit due to damage. I had a dog while staying in the unit (they were aware and on lease agreement) and they claimed it was standard to replace the carpet between each renter. There was previous damage in the rental when we received the unit they claimed was already noted. I was never told what my security deposit for my pet or original signing went towards. I should not be responsible for the entire 2,444 and can't get an answer on changing the invoice to include accurate charges from management.
Business Response
Date: 08/29/2024
11/3/2023 First collection letter sent
12/22/2023 Second collection letter sent
2/2/2024 Final collection letter sent with a due by date of 2/9/2024
We received NO correspondence. This account is at the collection agency. All correspondence must go through the collection agency now.
Initial Complaint
Date:07/09/2024
Type:Facilities Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Dispute of Trash Violation Fine - Request for Video Evidence** Dear Better Business Bureau, I am writing to formally dispute a trash violation fine imposed on us. We firmly believe that no trash bag was left by us, and the provided image of the alleged violation merely shows an envelope with our address, which does not conclusively prove that we left the trash. Furthermore, the posted sign indicates that the violation charge is $100, yet the fine imposed on us is $200. This discrepancy needs to be addressed. To clarify this matter, we kindly request access to the video footage of the trash violation, as there are multiple cameras in the vicinity. We are not denying the fine if the video footage clearly shows a violation on our part. However, an envelope with our address alone is insufficient evidence. Please provide the requested footage to substantiate the claim. Thank you for your understanding and cooperation. Sincerely, ******
Business Response
Date: 07/16/2024
When trash is left at the compactor and addresses are found, pictures are taken and provided to the resident along with a $200.00 fine. In this case the picture is the proof.
Customer Answer
Date: 07/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
The provided picture only shows an envelope with a ******** advertisement. We are unsure how it ended up near the compactor as we did not leave any trash bag there. Given the multiple cameras in the area, we would like to know how it landed there.

The signage indicates a $100 fine, so we are unclear why a $200 fine is being imposed. Since there are multiple cameras, providing the video footage should not be an issue. Why is there a problem providing the video footage?

Additionally, the mailbox is near to the trash compactor, which could explain the envelope's presence there.

Regards,

****** *****

Business Response
Date: 08/20/2024
Please see attached picture. Also, please reference the email sent to you on June 10th in reference to the sign posted on the compactor about the $200.00 fine.
Business Response
Date: 08/22/2024
That is an old sign from a long time ago, the current sign is $200.
Customer Answer
Date: 08/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** *****

Request for Video Footage of Trash Violation Incident
I am writing to follow up on our previous correspondence regarding the trash violation fine imposed on us. We have paid the fine, including the delay charge, but we continue to contest the charge due to insufficient evidence provided and unresolved concerns.

Our primary issue is that the evidence provided—an envelope with our address—does not conclusively prove that we were responsible for the trash violation. We strongly believe that no trash bag was left by us, and we are deeply concerned about how our envelope ended up in the location where the alleged violation occurred. This situation raises significant privacy concerns, especially since the envelope in question is a ******** advertisement, which indicates it was likely retrieved from our mailbox.

We have contacted management multiple times by phone (5 to 6 times) and via email, consistently requesting access to the video footage from the security cameras in the vicinity. The absence of this footage undermines our ability to address and resolve this matter adequately. It is our firm belief that the management's refusal or failure to provide the requested video footage constitutes harassment and is an infringement on our rights.

Management is responsible for providing this footage as part of their duty to substantiate any claims made against residents. We respectfully insist on receiving the video evidence to clear up our doubts and to ensure that we are not wrongfully penalized.

We request that you assist us in obtaining this footage as soon as possible.
Initial Complaint
Date:09/16/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over charged for normal wear an tear, carpet etc. I have no pets but says it's pet damage, I was there 3 years, added fees that are false... I've called the corporate office an left messages, no one ever returns my calls, the property manager an the office worker bullies resident an finds reasons to evict them if they don't like you..
Business Response
Date: 09/18/2023
In response to your dispute about carpet damage. We disagree with the statement you made regarding having no animals in the apartment. There is obvious damage to the carpeting as well as the baseboards, the damage is clearly urine damage. I have attached a link to the photos of your move out. The carpeting was new at move in, you were charged a pro-rate based on normal wear and tear. All charges will remain.
****************
Initial Complaint
Date:02/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Twin Fountains Manger Mandy M has failed to comply with Servicemembers Civil Relief Act allowing active duty members to terminate their lease agreement and financial obligations related to the lease agreement. Service members are protected by the Servicemembers Civil Relief Act if they need to end their lease early due to deployment or permanent change of station.
Business Response
Date: 02/27/2023
******* and ****** had a one year lease that started June 28,2022, they gave notice on December 1, 2022 for December 31,2022 due to military orders. No term fees were charged, however, a charge for replacing the carpet and the final water bill were applied. There was no failure to comply with the Servicemembers Civil Relief Act.
Customer Answer
Date: 03/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. Cleaning and repair charges are apart of their lease agreement. We are no tied to Nexus Lease agreement due to the Servicemembers Civil Relief Act.

Regards,
****** ************
Business Response
Date: 03/06/2023
See attached signed lease.
Initial Complaint
Date:01/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used to rent an apartment with **** ********* apartments for 3 years from July 2019 till June 2022. After I left, they sent my that they want me to pay $987.12 on top of my deposits. They claims $ 1000 that I believe they do not have the right to collect. The details of that $1000: 1. That place has a policy if I do month to month lease, I should pay extra $300 a month. I informed the place June 2022 (before end of my 2nd year), that I would like to continue for 3rd whole year. I could not sign the electronic contract they uploaded in their website as it was not accurate (listed wrong rent amount). I asked them to correct it several time, but they could not. They sent me an email June 30th to go to the leasing office and sign it manually. I went there July 1st 2022 and signed the contract. They charged me $300 and refused to reimburse me again. 2. My contract was going to end June 30th 2022. I sent a form to the prosperity management that I would like to leave June 15th 2022, and I asked if I was going to pay only part of last month rent as I am leaving early, they did not respond to me till the end of May 2022. They informed me that I have to finish my lease and pay it on full, and I can stay if I want (but that was over the phone conversation). I went through the contract and leaving form and I realized that I have to finish my lease, and if I need to leave earlier, I need to sign early termination form, which I did not sign. So I did pay my rent in full for June and I was planning to leave by end of June 30th. On June 15th they told me I have to leave as they rented my apartment for someone else already (although I did not sign early termination agreement). I left around June 20th. **** ******** wants to charge me $700 for staying after June 15th, although I did pay my rent in full and I did not sign early termination agreement. I sent to the management asking them to remove these charges several times but they refused and want to send it to collection.
Customer Answer
Date: 01/30/2023
Thank you for your message, these are the correction/clarification.

1. Correct date is June, 2021 (That place has a policy if I do month to month lease, I would pay extra $300 a month. I informed the place by mid June 2021 (before end of my 2nd year), that I would like to continue for 3rd year ( a whole year)
2. I am requesting them not to send amount of $987.12 to collection and send me a refund of $12.88 (so the total amount that i am disputing $1000, they charged me $300 extra for not signing a yearly lease by June 2021, but it was their fault that they did not have the correct contract on the online system. Also they want to charge me extra $700 for leaving June 20th 2022, although that I payed my lease till the end of June and original contract ends by end of June 2022, I did not sign early termination documents. I send them that I am going to leave June 15th 2022 because I thought I can leave early but when they told me that I have to pay my lease in full and I can stay if I want I can stay, but that was over the phone)
I did pay $300 deposits, after substracting water, minor damage fees, they should return $12.88, not charge me $987.12

Please let me know if you need any further clarification.

******
Business Response
Date: 01/30/2023
The response below was sent on 10/31/2022 answering all questions.
1. I was charged $300 in July 2021 by mistake, and I did not get them back. I emailed and discussed that several times with staff to refund that money but it was not refunded, so that should count towards the final statement.
Lease expired June 27,2021, signed lease July 1, 2021… month to month fee was charged and will not be credited back… you had 120 days to sign and chose to sign late. This was already told to you by **** *********
2. There is $100 trash fees. I used to pay all my trash fees monthly, so this should be removed from the statement.
Left trash by compactor after moving out (this is not the monthly trash fee) this is a fee for leaving trash outside the compactor, a picture was taken and sent to you so $100 charge was added for the trash you left. This was already told to you by **** *********
3. There is lease termination fees of $700. I did pay the rent till the end of my lease, June 30th, 2022. The leave notice mentioned that if the move out date is before the term ending date of the lease, "a Termination agreement form must be signed", but I did not sign any early termination agreement. I will not pay for my rent twice.
You gave notice that you were moving out on June 15th and moved out June 22nd, you were charged according to the NTV form you signed and this was explained to you several times as **** ********* had a new resident moving into the apartment and that you were not moving out because of your lease, but you gave notice that you were moving out so you are responsible for the extension fees. A lease term fee is for the 2 – 3 month lease break not 8 day. **** ********* has already broken down the charges to you and the full balance of $987.12 is due to **** ********* immediately. If payment is not received in full or payment arrangements have not been made on or before November 4, 2022, this account may be turned over to our collection agency. If this account is sent to the collection agency then you may be responsible for additional collection fees bringing the balance owed to $1,410.17 and the collection agency may report monies owed to the credit bureau. Balance Owed: $987.12 Community: **** ********* #******
Customer Answer
Date: 01/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
1. I contacted the business multiple times explaining to them that is not my fault that they had a wrong contract in the electronic system. I informed them that I would like to renew my contract 2 weeks before the end of my lease. They failed to correct the electronic form and I had to sign a printed copy July 1st 2021. I asked them several times during my stay there but they ignored my and they just did that response after I left there.
2. They claim that I did not need to sign early termination agreement as I was going to leave 2 weeks before the end of my contract, but nothing in the form or the contract specify the duration that I need to sign the early termination agreement. Bases on that I had my decision at that time that I was going to leave by the end of my contract and not on June 15th. They have no right to collect extra money while i paid my rent to the end of June 2022.

Regards,

****** *********

Business Response
Date: 02/02/2023
We have the paper lease he signed where his lease ended June 30th 2022. A second housekeeping violation was sent on April 7th 2022, on April 15th, 2022 was handed in stating a move out date of June 15th 2022. When the notice was handed in it was explained to *** ********* that his lease ends June 30th, if you are moving out on June 15th we will re rent your apartment and you need to be moved out. He understood. On June 15th 2022 when management went to walk the move out *** ********* and family were still living in the apartment. The apartment was rented to a new resident. On the Notice To Vacate it stated very clearly what the charges are if you stay past your move out date. This was also explained in detail to *** *********. He moved out June 22nd 2022, 7 days AFTER his notice. He stated his new place was not ready for him to move in as expected, that is the reason the for the termination fees. The balance that has been sent to *** ********* is due.
Customer Answer
Date: 02/03/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
When I sent my notice about leaving July 15th, 2022, I asked them several time if I am going to pay only part of my June rent, they sent back to me that they are not able to know before the end of May 2022, at May 2022 they told me that I have to pay the full rent to finish my lease. Also they told me over the phone I can stay if I want. The leave out form included that I have to sign early termination agreement if I am going to leave earlies. Based on that conversation and that I did not sign early termination agreement I changed my move in date to the new apartment. On June 15th they came to my apartment asking me to leave. I told them based on my conversation and that i did not sign the early termination agreement I am going to stay till the end of my lease. At that time they told me they rented my apartment to a new tenet. When they told me that, I tried to move as soon as possible just for the new tenet.
They did not offer any settlement so far.

Regards,

****** *********

Business Response
Date: 02/03/2023
You have attached the NTV where you signed stating you were leaving on June 15th. That is the day you were to be out per your decision. No date was changed, there is nothing in writing. You were charged per the explanation of the last 2 responses.
Customer Answer
Date: 02/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I sent to **** ******** on June 15th 2022, that I am going to stay till the end of my lease, and I already paid my full rent till the end of it June 30th 2022, and I sent them another notice with that.
I would like to resolve this matter. **** ******** keeps the same answers without moving forward. I did my lease in full. **** ******** did communicate with me poorly during my stay there and they rented my apartment before the end of my lease without me signing early termination document. They referred to the leave notice that I sent, but that notice mentioned that I have to sign early termination document if I plan to leave earlier.
**** ******** do not want to refund $300 that they charged me although that was their mistake that they had a wrong contract in their electronic systems.
**** ******** did not offer anything to resolve this complaint.

Regards,

****** *********
Initial Complaint
Date:01/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Account: ****************** Our names are ** **** & *** ***. We used to live at **** **** ******** ****** in **** ******** Apartments in Mason, OH. We rented two beds apartment from May,2021 to September, 2022. the carpet only covers two bedrooms, not large area. I attached the floor layout plan. the carpet was dirty and worn when we moved in, we did not make damage. the size of primary bedroom: 14'X 12' the size of seconardy bedroom: 13'X10' after we moved out, we received a bill for refurbishment charge-Carpet: $1380 that is 100% of the cost of replacement of carpet, attached the picture of bill and Carpet Invoice. We sent mail and emails to **** ******** Apartment Leasing office to ask the details about what services have been done and explanation of costs. they never replied on us, just keep sending us the bill. the carpet was dirty and worn when we moved in, we did not make damage. the carpet size is small, no reason to cost so much money. we paid the rent, we do not think leasing office expect us to give them a new carpet when we moved out.
Business Response
Date: 01/11/2023
Matter resolved with customer, documentation attached.
Initial Complaint
Date:10/18/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a resident at the Crossing of Oakbrook in Burlington, KY, I put in a maintenance request to have my toilet fixed but it was fixed incorrectly, which led to a $500 water bill. Per another maintenance worker who came and refixed the problem when I put in another request for the same problem and an unrelated problem. After emailing the property manager about this issue, I was told that I would be reimbursed $424.28 after they were able to get the bill down. I was informed last night that they will NOT be reimbursing me because I never paid the water bill, I have a screenshot from my bank showing the money was taken out of my account, and never put back in, and they are stating I will only be receiving $103 back for my deposit, which is also wrong. They sent me their ledger and I asked a couple of people to review it with me and we all are noticing discrepancies between what I am being told and what the ledger is saying. I have all emails from when the issue first came up to the most recent email.
Business Response
Date: 10/19/2022
I spoke with ********* on the phone today. Answered all her questions and we have come up with a resolution.
Customer Answer
Date: 10/19/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

********* ******

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Nexus Property Management LLC is NOT a BBB Accredited Business.